Rituals. Live AI Agents Powering Service & Order Handling
How we deployed autonomous AI agents Ray and AURA for connected service and order handling. Live since 2025.
Scaling excellence across 30+ countries
Rituals operates across 30+ countries with millions of online and in-store transactions. Their customer service team was overwhelmed by volume — long wait times, repetitive queries, and inconsistent answers across channels. They needed a way to scale service quality without scaling headcount.
Implementing autonomous efficiency
We implemented Salesforce Agentforce to build two autonomous AI agents.
We connected Service Cloud, Commerce Cloud, and Data Cloud into a unified platform. Delivery was sprint-based with continuous feedback loops, ensuring the AI model learned from live Rituals customer interactions in real time.
Ray
Customer-facing service agent handling order status, returns, and FAQs with high-fidelity accuracy.
AURA
Internal operations agent automating complex back-office workflows and order orchestration.
- 60%
- Queries handled autonomously by Ray
- 40%
- Reduction in average handle time
- 2025
- Live in production since
“Salesforce Agentforce has redefined how we think about scale. With Vaneigens' expertise, we've transformed Ray and AURA from concepts into essential team members that enhance our customer experience every day.”
Director of Customer Experience
Rituals Cosmetics